survey webinar series: survey administration...2011/04/28 · providing results page 10 importance...

W l t T d ’ W bi !Welcome to Today’s Webinar!

Survey Webinar Series: Survey Administration

This event will start at 11:00 am EDT.This event will start at 11:00 am EDT.

Welcome to Today’s Webinar

If you have technical difficulties logginginto the web-based portion of the event, please contact Live Meeting Customer

Audio Information Dial (800) 779-9312 Conference ID: 4004654

Support at 1 (866) 493-2825.

If you have any questions about the LiveIf you have any questions about the Live Meeting technology or the Webinar, please contact SSSTA at [email protected].

Questions, Event Evaluation & Contact Information

Q&A Evaluation

If you have a question for the presenters, please type it in the Q & A Pane or email [email protected] during the Webinar.

An event evaluation will appear as the last slide in the presentation. Please input your answers directly into the slide. All answers are completely anonymous and are not visible to other participants.p p

For assistance during the Webinar, please contact the Safe and Supportive Technical

Assistance Center at sssta@air orgAssistance Center at [email protected].

The Safe and Supportive Schools Technical Assistance Center

Funded by the U.S. Department of Education’s Office of Safe and Drug-Free Schools.

Provides training and support to states, including 11 grantees funded under the Safe and Supportive Schools Program and other state administrators; administrators of districts and schools teachers s pport staff at schools comm nities andschools; teachers; support staff at schools; communities and families; and students.

Goal is to improve schools’ conditions for learning through g gmeasurement and program implementation, so that all students have the opportunity to realize academic success in safe and supportive environments.

*The content of this presentation was prepared under a contract from the U.S. Department of Education, Office of Safe and Drug-Free Schools to the American Institutes for Research (AIR). This presentation does not necessarily represent the policy or views of the U.S. Department of Education, nor do they imply endorsement by the U.S. Department of Education.

Safe and Supportive Schools Website

http://safesupportiveschools.ed.gov

Future Webinars

Future webinars will cover the following school climate survey topics in greater detail:

- Analysis of survey data (May 25 and 26)

Reporting and dissemination (June 29 and 30)- Reporting and dissemination (June 29 and 30)

Survey AdministrationSurvey AdministrationSally Ruddy, Ph.D., American Institutes for Research

Polling Question #1

Which of the following best describes your current role?

State Education PersonnelDistrict or School AdministratorTeacher or School Support StaffTeacher or School Support StaffCommunity or Family RepresentativeStudentResearcherResearcherOther

Polling Question #2

Have you ever been the point person for administering surveys for a school or school district?

YesNoNo

Agenda

Identifying respondents and selecting modes of data collection1

Planning logistics2

3 Preparing materials

P idi lt5

4 Collecting data

Providing results5

Importance of Good Survey Administration Practices

Last month’s Survey Development webinar focused on an important step in ensuring sound data – creating a survey instrument that has valid and reliable measures.

Today we will talk about another important factor in ensuring sound data — how school climate surveys are administered.

We will cover such things as: - Choosing the most appropriate mode for specific respondents —

students, staff, families (parents/guardians);students, staff, families (parents/guardians);- Conducting administration activities in a timely fashion; and- Attending to best practices when planning logistics, preparing

administration materials and collecting dataadministration materials, and collecting data.

IDing Respondents

Selecting ModesPlanning Logistics

Preparing Materials

Collecting Data

ProvidingResults

Identifying Respondents and Selecting Modes of Data Collection

Respondents: Students, Staff, Families

Some initial questions —

Students:- Which students, from which schools? - Where and when will they take the survey?

Staff:Staff: - Which staff — Teachers only, all teaching staff, all staff?- Full and part time, occasional, subs? - Where and when will staff fill out the survey?

Families:- Which parent?- About which child?- Where/how will families fill out the survey and how will they get it?Where/how will families fill out the survey and how will they get it?

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Modes of Survey Administration

Surveys can be interviewer-assisted (in person or on phone) or self-administered (respondents fill out themselves).

We now have many data collection modes:- Paper and pencil, in-person, telephone-assisted, computer-assisted

(web-based or e-mail only)- Various combinations (e.g., CAPI: computer assisted personal

interviews)

Wh t i th t i t d f h d t ?What is the most appropriate mode for each respondent group?

We will focus on self-administered surveys and on paper and web-based modes of administration.

Citation 1 IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Paper vs. Online — General Considerations

PaperNeeds no access to computers.Needs no familiarity with computersNeeds no familiarity with computers.Respondents need only a pen or pencil.Paper flow needs to be managed (delivery, collection of forms). Possibility of lost forms, respondent errors (filling in more than one circle, etc.)May be more expensive (requires careful printing, scanning).May be more expensive (requires careful printing, scanning).Scanners require clean, flat survey forms.

Citations 3,4,5 IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Paper vs. Online — General Considerations (cont.)Online

Secured data with less chance for errorWeb-based surveys generally produce faster responsesWeb-based surveys generally produce faster responses.No printing/scanning costs, but expense of programming

- Commercially available online platforms (e.g., Survey Monkey, S G S )Zoomerang, Survey Gizmo, WebSurveyor, etc.)

- However, districts may already have data systems (e.g., Naviance, eSchool, Aesop).

Respondents need access to and familiarity with computers.



Preparing Materials

Collecting Data

ProvidingResults

Modes for Specific Respondents

StudentsPaper: Easy, familiar

- Can be done in intact classes (e.g., homerooms).

Online: Need access to school computers/lab. - Should be administered in school setting; students should not fill out at home.

StaffStaff Paper: Can do onsite and turn in with student surveys.

- Need sealable envelopes (or stamped addressed envelopes if mail-in option)

Online: Can do at home or at school - May be easier for teaching/office staff, but more difficult for others (janitors, bus drivers,

etc.)

FamiliesPaper: Need stamped addressed envelopes for mail-back.

Online: Computer access/familiarity may be a bigger problemOnline: Computer access/familiarity may be a bigger problem.

Citations 3,4,5 IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Polling Question #3

Do you have experience administering a paper or online survey?

Y b thYes, bothYes, paper onlyYes, online only, yNeither

Questions?

If you have a question for the presenter, please type it in the Q & A Pane or email [email protected].

Planning Logistics

Start Planning Early

Planning is the most important phase of survey administration!Begin working with LEAs and schools as soon as you know you are going to field a school climate survey.g g yStart decision-making for selecting: - Contractors - data collection, printing, scanning contractors

o Allow lead time for scheduling, mock ups, pricing options, etc.. - Help from sampling statistician, measurement expertAll players need to know what is going to happen when and how it isAll players need to know what is going to happen when, and how it is going to happen - Players include LEA and school staff, contractors, respondents.

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Begin Working with Schools

Work with schools to establish a data collection window- Administer toward the end of the school year:

A h ti th t k b t “thi h l ”o Anchors questions that ask about “this school year…” o If ongoing, collect at same time each year for cross-time

comparisons- Avoid conflicts with other surveys/assessments, other school activities

Identify a survey coordinator in each buildingY i i t f t t ith th h l th h ll 3 h- Your main point of contact with the school through all 3 phases

- Manages flow of materials and online logistics- Supervises survey administrators, instructions, trainingp y , , g

Consider establishing a “Help Line” for coordinators, administrators, respondents.

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Decision: Census vs. Sample Survey

A census survey means that all respondents in a group are surveyed.- Can provide accurate, unbiased description of the population.- Assuming adequate response rate and representative samples of g q p p p

subgroups.- Can yield the largest number of respondents and adequate subgroup

sizes.s es- May be least disruptive to school environment.- Cost considerations: May be too expensive to include all students, staff

and/or families connected to the schooland/or families connected to the school.

Note: You can mix census and sample per respondent group (e.g., all students but sample of staff and/or families).(e.g., all students but sample of staff and/or families).

Citations 3,4 IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Decision: Census vs. Sample survey (cont.)

A sample may be less expensive (fewer respondents, but cost of statistical help).- Need to systematically select a sample at random to minimize bias.

o In school settings, stratified random sampling is often done (strata = grades).

o All possible respondents or units (classrooms, groups) in each o poss b e espo de ts o u ts (c ass oo s, g oups) eacstratum (grade) have an equal chance of being selected.

o For example, choose every nth student or classroom or period (can use a random-number generator).use a random number generator).

o Important that sample does not self-select.



Preparing Materials

Collecting Data

ProvidingResults

Oversampling and Weighting

Need enough respondents from subgroups to do a meaningful analysis.

Subgroup examples: - Students by grade, gender, race/ethnicity, English Language Learners

(ELL), Individual Education Plan (IEP), free or reduced price lunch- Staff and families by their students’ characteristics or by otherStaff and families by their students characteristics or by other

characteristics of interest (years of education, income)

Underrepresented subgroups can be oversampled and the data weighted.- Subgroup is weighted up to its actual proportion in the population.

If you plan to sample, enlist the help of a sampling statistician (e.g., on-staff or consultant with data collection

contractor/partnering university).



Preparing Materials

Collecting Data

ProvidingResults

Polling Question #4

In your school/district have you typically used a census or sample survey?

C☐ Census☐ Sample☐ Both☐ Neither

Decision: Data Collection Windows

Students—Considerations In school: 1 week for paper, 1-2 weeks for onlineAd i i t i i i t t l b l t di ti t h l dAdministering in intact classrooms can be least disruptive to school day.If online in school’s computer lab, assess how many computers there are vs. how many students to be surveyed. Both paper and online: - Length of class period vs. length of survey - Pretest survey to see how long it takes all students to complete.Pretest survey to see how long it takes all students to complete.- Remember that other activities may need to take place during period.

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Decision: Data Collection Windows (cont.)

Staff and Families—Considerations Need rosters from schools.Provide cover letter with instructions importance of school climate etcProvide cover letter with instructions, importance of school climate, etc..- Which parent? Add instruction for parent most familiar with school.- Which child? Add instruction to answer about child with next birthday.PPaper- Give staff option to fill out at school or mail back.- Mail-out to families and have them mail back in stamped addressed envelopes.Online- Staff can complete at school or home.- Families can complete at home, work, libraries, etc..pAllow two week window for online and mail-backs.- Keeping online data collection window open for more than 2 weeks does not

usually increase response rates.y p

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Decision: Who Will Administer Student Surveys?

Can be administered by the classroom teacher or computer lab technician (if online). Goal is to standardize administration and maintain a quiet atmosphereGoal is to standardize administration and maintain a quiet atmosphere where students work alone.The administrator:

R d i t b f th t t- Reads a script before the survey starts. - Distributes and collects paper survey instruments or makes sure

students can access and save/exit their online survey. - Provides “usual accommodations” for students who need them. - Ensures only students with appropriate parental consent take survey.- Stays with students until all have completed the survey or period ends.Stays with students until all have completed the survey or period ends.

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Decision: Active or Passive Parental Consent for Student Surveys?

Student survey topics requiring family consent procedures: - Political affiliations or beliefs of the student or the student’s family

M t l d h l i l bl f th t d t th t d t’- Mental and psychological problems of the student or the student’s family

- Sex behavior or attitudes - Illegal, anti-social, self-incriminating or demeaning behavior- Critical appraisals of other individuals with whom respondents have

close family relationshipsc ose a y e a o s ps- Legally recognized privileged or analogous relationships, such as

those of lawyers, physicians, and ministers Religious practices affiliations or beliefs of the student or the- Religious practices, affiliations, or beliefs of the student or the student’s parent

- Income



Preparing Materials

Collecting Data

ProvidingResults

Student Surveys and Waivers of Documented Family Consent

If administration is VOLUNTARY and the survey contains any of the subjects above, investigators may use PASSIVE consent:

Notify parents* about the survey, including the specific date of its administration and the types of questions included in the instrument.

Provide parents* with an opportunity to inspect the survey instrument prior to its administration.

P id t it t t t f ti i tiProvide an opportunity to opt out of participation.

* or students who have turned 18 or are emancipated minors



Preparing Materials

Collecting Data

ProvidingResults

Student Surveys and Documented Family Consent

If administration is REQUIRED and contains any of the subjects above…must use ACTIVE consent.

Prior written consent of the parent* before administering the survey.

If the survey is funded in whole or in part by the U S Department ofIf the survey is funded, in whole or in part, by the U.S. Department of Education and students are required to take it, then parents* must provide written consent before students take the survey.

** or students who have turned 18 or are emancipated minors

F th i f ti b f d t PPRA@ED G 202 260 3887Further information can be found at: [email protected] or 202-260-3887.

Also check your state or district rules re: active/passive parental consent.



Preparing Materials

Collecting Data

ProvidingResults

Institutional Review Board (IRB) Submission

The purpose of an IRB is to ensure that appropriate steps are taken to protect the rights and welfare of humans participating as subjects in a research study.research study.

In general, IRB approval is needed if data are to contribute to generalizable knowledge: - “Research means a systematic investigation, including research development,

testing, and evaluation designed to develop or contribute to generalizableknowledge.”

Whether your study qualifies as “research” is determined by your IRB.

Check to see if your IRB has specific active/passive parental consent requirementsrequirements.

Check your state or district regulations re: IRB approval or exemption.



Preparing Materials

Collecting Data

ProvidingResults

Polling Question #5

Have you submitted a survey to IRB? ☐ Yes

N☐ No

Confidentiality and Anonymity

Anonymous surveys cannot link a form to a person.

Confidentiality means identifying information will never be given out nor individual data reportedindividual data reported.

Respondents must be assured that their responses will not be made individually public or shared with people who know them or have power over them.

Confidential surveys may include names/bar codes linked to ID numbers:Allows merging of responses with demographic or educational- Allows merging of responses with demographic or educational information.

- For paper, can provide respondent’s name on a tear-off or peel-off label.- Result: Completed surveys have only the ID number when turned in.



Preparing Materials

Collecting Data

ProvidingResults

Response Rates: General Considerations

Response Rate is the percentage of the sample invited to complete a survey that responds.

Non-responders to voluntary surveys are often individuals who may respond negatively.

- Their responses are valuable; try your best to include them. p ; y y

Student or staff surveys: U.S. Dept. of Education’s Institute for Education Sciences generally establishes a response rate target of 80%.

Family surveys: No agreed-upon target; get as many as you can.

If you have a low response rate, can do a non-response bias analysis: C d t d d hi- Compares responders to non-responders across demographics.

- If you find non-response bias, can weight results to account for it.



Preparing Materials

Collecting Data

ProvidingResults

Boosting Response Rates: Stakeholder Buy-In

Get buy-in from various stakeholder groups – starting with buy-in for measuring school climate. How do you convince groups to buy in?y g p y- Explain to stakeholders why school climate is so vital to student

outcomes.Provide stakeholders with a way to collaborate on:- Provide stakeholders with a way to collaborate on:

1) a clear plan of action to improve climate, and

2) ways that their voices will be heard during the planning and ) y g p gimplementation processes.

More detail about stakeholder buy-in can be found in the School Climate and Measurement and Survey Management webinars, archived at

http://safesupportiveschools.ed.gov/index.php?id=64.

Citations 2 IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Boosting Response Rates: Incentives

In general, incentives improve response rates.- Especially true for respondents who may not be interested in topic.

Effective incentives:- Are not coercive (i.e., participation is still voluntary).- Can be monetary or non-monetary (e.g., pen, school privilege).Can be monetary or non monetary (e.g., pen, school privilege).- Are either given in advance or immediately after survey completion.

Challenges:- Additional expense, but may reduce total survey cost.- Fewer follow-ups and call-backs.

May need to collect identifying information to provide incentives- May need to collect identifying information to provide incentives.



Preparing Materials

Collecting Data

ProvidingResults

Boosting Response Rates: Specific Respondents

Students: Administer survey in school in a group setting.- Offer an alternate date later in the week to absentees.

Staff and Families: Offer multiple modes.- Staff: onsite or at home (paper or online) or mail-in option - Staff and Families:- Staff and Families:

oProvide telephone option (800#).oProvide phone follow-ups or reminders (need 800# for call-backs).oKeep phone open for 2 weeks after data collection window closes.

Phone interviewers need to be trained to fill in paper questionnaire so administration is standardizedadministration is standardized.

For most survey questions, there will be few mode effects (i.e., difference in responses per mode).



Preparing Materials

Collecting Data

ProvidingResults

Questions?


Preparing Materials

Finalize Administration Materials

1. Survey instruments for students, staff, families.- Paper: Send final draft to printer 8 weeks before data collection starts.- Online: Survey instrument should be programmed and tested at least 4 y p g

weeks before data collection starts.

2. Staff and family cover letters, instructions, and databases for mailing labels and send to printerlabels and send to printer.

3. Parental consent forms and send to printer. - Allow time to mail out to families 5 weeks before data collection starts.

If active consent allow enough time for follow up of unreturned forms- If active consent, allow enough time for follow up of unreturned forms.

4. Instruction manuals for coordinators, administrators, and telephone interviewers (if phone or follow up options).

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Instruction Manuals

Coordinator’s manual (use for training coordinators)- Introduction—LEA/state sponsors, data collection contractor, purpose,

importance of school climateimportance of school climate- Survey dates and materials—Dates and procedure for material flow/

preparing for online administration, length of student surveys, d / t f t ff d/ f ilprocedure/rosters for staff and/or family surveys

- Guidance for survey administrators- Instructions for unassigned survey forms for new students g y

oCannot give unassigned students another student’s surveyoCannot photocopy surveys. D t d h t t- Date and how to return surveys

- Help desk—Number and staffed dates/hours.

IDing Respondents


Preparing Materials

Collecting Data

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Instruction Manuals (cont.)

Administrator’s manual (use for training administrators)- Introduction—Same as for coordinators.- Before survey starts:- Before survey starts:

oDiscreetly ask students who are opted out to go to pre-assigned place.oProcedure for unassigned surveysoSpecial accommodations for students if possibleoStudent volunteer to collect surveys.Read survey script:- Read survey script: oSponsors, purpose, importance of school climateoNot a test, entirely voluntary.oTake out quiet activity if finish early.

- If surveying young children (grades 2-4), administrator should read survey out loud; students follow along and fill in bubbles.survey out loud; students follow along and fill in bubbles.

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Instruction Manuals (cont.)

Administrator’s manual (cont.)- While students taking survey:

oStudents should work independently, do the best they can. o If they have a question about what an item means, tell them it is

“whatever it means to you.” oDo not give students “help” with questions.oStandardized administration = Sound data.

Ti T ll t d t h th h 10 i l ft toTime survey: Tell students when they have 10 min. left, etc.. - At the end of the survey session:

oHave volunteer collect surveys (signs across sealed envelope). y ( g )oAdministrator take envelope to school office or drop-off point.

- If questions, contact school’s coordinator or call the Help Desk.

IDing Respondents


Preparing Materials

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Collecting Data

Two Weeks Before Data Collection Starts

Paper: Student and staff questionnaires should be delivered to schools. - Know who will receive materials and where they will be stored.

C b b dl d d l b l d f h l- Can be bundled and labeled for each classroom.- Paper surveys and cover letters should be mailed to families. Online: Have program ready and fully tested (especially skip patterns). p g y y ( p y p p )

- Finalize the schedule for students to come to computer lab. Train coordinators, administrators, and telephone interviewers (if phone or follow up options are offered)or follow up options are offered).Have Help Line and follow-up/call-back numbers in place.

IDing Respondents


Preparing Materials

Collecting Data

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After Data Collection

Paper- Onsite administration: collect paper surveys and send to scanning

contractor. - Mail in surveys: Staff/families can mail back directly to contractor in

stamped addressed envelope. - Staff/family phone interview: contractor collects questionnaires to send y p q

to scanning service all at one time. Online

- Shut down access to survey and secure data- Shut down access to survey and secure data. - Secure server and transfer data by password-protected means (e.g.,

ftp site).

Both paper and online: Document administration procedures.

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Providing Results

Providing Results: Data Analysis

Preparing School Climate Data Data cleaning- Check for missing data and items with low response ratesCheck for missing data and items with low response rates

o Can be difficult items or “fall off.”- Check for “lazy” respondents (mostly one response option).

Minimize by using both positively and negatively worded itemso Minimize by using both positively and negatively worded items.

Decide what will be considered a “complete” survey.Analyze the data--Psychometric analysis of scalesAnalyze the data Psychometric analysis of scales

See previous webinars at: http://safesupportiveschools.ed.gov/index.php?id=64 for illustration and discussion of OSDFS School Climate Model.

Further information on Data Analysis will be presented at the upcoming webinar on May 25 and 26. p g y

IDing Respondents


Preparing Materials

Collecting Data

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Providing Results: Reporting and DisseminationReports should be:

ClearConciseEasy to understand Appropriate for the audience Presented in a non-blaming helpful mannerPresented in a non blaming, helpful mannerTimely

School climate reports: C h h h l li t ith t t ti lCan show how your school climate scores compare with state or national surveys using the same measures.Can show how your school climate scores compare with an aspirational standard that reflects your vision for your school’s climatethat reflects your vision for your school s climate.

Further information on Reporting and Dissemination will be presented at the upcoming webinar on June 29 and 30.

IDing Respondents


Preparing Materials

Collecting Data

ProvidingResults

Questions?


Upcoming Webinars

School Based Climate Teams (Part 1)May 11, 2011 4:00 pm − 5:30 pm ETMay 12 2011 11:00 − 12:30 pm ETMay 12, 2011 11:00 12:30 pm ET

Analysis of Survey Data May 25, 2011 4:00 pm − 5:30 pm ET y , p pMay 26, 2011 11:00 − 12:30 pm ET

Violence PreventionJune 8, 2011 4:00 pm − 5:30 pm ET June 9, 2011 11:00 − 12:30 pm ET

R ti d Di i tiReporting and DisseminationJune 29, 2011 4:00 pm − 5:30 pm ET June 30, 2011 11:00 − 12:30 pm ET

Upcoming Webinars (cont.)

Student EngagementJuly 13, 2011 4:00 pm − 5:30 pm ET July 14 2011 11:00 − 12:30 pm ETJuly 14, 2011 11:00 12:30 pm ET

Substance Abuse PreventionAugust 24, 2011 4:00 pm − 5:30 pm ET g , p pAugust 25, 2011 11:00 − 12:30 pm ET

School Based Climate Teams (Part 1)September 14, 2011 4:00 pm − 5:30 pm ETSeptember 15, 2011 11:00 − 12:30 pm ET

Survey Administration Citations

1. Tourangeau, R. and Smith, T.W. (1996), “Asking Sensitive Questions: The Impact of DataCollection Mode, Question Format, and Question Context.” Public Opinion Quarterly, 60: 275-304.

2 Safe Supportive Schools Technical Assistance Center webinar Survey Management March 2 and2. Safe Supportive Schools Technical Assistance Center webinar, Survey Management, March 2 and 3, 2011, archived at http://safesupportiveschools.ed.gov/index.php?id=64.

3. Fowler Jr., F. J. (2009) Survey Research Methods (4th Edition). Washington, DC: Sage.4. Groves, R. M., Fowler Jr., F. J., Couper, M. P. , Lepkowski, J. M., Singer, E., &. Tourangeau, R.

(2004). Survey Methodology. Hoboken, NJ: Wiley.5. Couper, M.P & Miller, P. V. (2008). “Web Survey Methods: Introduction.” Public Opinion Quarterly,

72: 831-835.6. Harper, K. (December, 2010). Measuring School Climate. Presented to the Safe and Supportive 6 a pe , ( ece be , 0 0) easu g Sc oo C a e ese ed o e Sa e a d Suppo e

Schools Grantee Meeting, Washington, DC. 7. Bohrnstedt, G., Boruch, R., Secada, W. (2010). Workshop on the Protection of Human Subjects in

Education Research. Workshop presented at the 2010 annual meeting of the American Educational Research Association (AERA).Educational Research Association (AERA).

8. IRB FAQs for Survey Researchers, found at: http://www.aapor.org/Content/aapor/Resources/ForResearchers/InstitutionalReviewBoards/IRBFAQsforSurveyResearchers/default.htm.

survey webinar series: survey administration...2011/04/28 · providing results page 10 importance...

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